Technical Issues

1) What is the difference between bit and byte in calculating Internet speed?
When a subscriber submits a request to an Internet service provider to purchase a high-speed Internet service, the service provider, considering if the user is a natural or legal user (home users or companies and organizations), and in proportion to their usage, offers different services at 128, 256, 512, etc. kilobits per second.

It is important to note that the speed of these services is measured in Kilobit per second, in which the word “bit” is marked with a small-case letter “b” and is displayed as Kbps.

On the other hand, there is another unit called kilobyte per second, in which “byte” is marked with an upper-case letter “B” in KBps, and is usually visible when downloading files from the Internet.

Given that every 1 Byte of data is composed of 8 bits, the speed of the services that Internet service providers offer should be divided by 8 to be converted to the download speed that users can see when downloading files from the Internet.

Sometimes users mistakenly think this unit shows the contention ratio.

2) What is the speed of receiving and sending data packets?
The amount of data sent and received at a given time is called Bandwidth. The unit used to measure it is b/s (bits per second).
3) How is the modem configured?
Connection in Shatel is based on the PPPoE protocol. This protocol requires a username and password.   PPPoE username and password can be saved either on the modem or on the operating system.

If the modem is in PPPoE mode, it is necessary to change the settings in its WAN section.

If the modem is in bridge mode, then PPPoE settings must be done on Windows. In this case, only one system will be connected to the Internet. Read this guide to learn how to do this.

4) How to configure PPPoE on Windows operating system?
For instructions on how to configure these settings, you can refer to the Broadband Connection Guide.
5) What are the causes of frequent ADSL2+ disconnections?
Frequent service disconnection may result from three main reasons:
Phone line disconnection or noise on the phone line or its non-standard connections
First, check the quality of the dial tone to ensure that there is no physical disconnection. In case there is audible noise, or the line is disconnected even when the modem is off, there must be a problem with the wiring inside the building. (Check wires and sockets, test the line, track the problem with 117, etc.)If the voice quality of the line is appropriate and there is no instance of disconnection, make sure the connections are made correctly.
If the problem persists, contact technical support team.
The problem with the modem on the ADSL line is one of the other factors that can lead to poor service quality on the line. To solve possible problems, it is suggested that you keep the software on your modem up to date. To upgrade your ZyXEL modems, visit Shatel website.
The existence of a virus on a computer or user’s network can cause this problem, too. The virus can cause problems such as unnecessarily sending and receiving data that causes bandwidth overload, frequent disconnections and so on. One of the ways to diagnose a virus when using the Internet is to use the netstat-on command. You should run it in the command prompt environment.
Note: P2P applications use personal servers of the individuals who are members of the network, and it is possible that at any time someone on the same network is picking up information from your computer. This lowers the quality of Internet service. So the speed of the service will never be measured by such applications (eMule, eDonkey, Kazaa).
6) What is the cause of phone line disruptions on ADSL2+?
As in ADSL2+ technology voice and data are transmitted simultaneously over a channel, that is, a pair of copper wires, if the conditions for simultaneous use are not available, they can negatively affect each other. In most cases these problems happen because of not complying with the standards required to connect the splitter to the line, phone or modem, or using a faulty splitter. To identify the problem, it is recommended that only ADSL2+ modem be placed on the line on which ADSL2+ service is activated, and all the phones and splitters on this line be unplugged and then the Internet connection be tested.
If the service is working alright, check splitters with the help of a phone. Usually, this test will help you find the faulty splitter. Also, using multiple handsets or devices on the line on which ADSL2+ is offered may cause such disruptions. It is recommended that multiple devices should not be used on the ADSL2+ line.
7) What is the cause of not having a dial tone on the phone line on which ADSL2+ service is offered?
Remove the ADSL modem and splitter. Check the phone line. If there is no dial tone, call 20117 from another line and report the phone line disconnection.
If after removing the splitter, there was a dial tone and the wires and sockets are not defective, your splitter is defective.
8) When connecting to the Internet through PPPoE connection, you encounter with Error691. What does this error mean?
The username or password has been entered incorrectly. Use the correct connection details which is recorded on the card that was delivered to you at the time of service installation.
9) When connecting to the Internet through PPPoE connection, you encounter with Error678. What does this error mean?
Some of the causes of this problem are as follows:

  • Simultaneous Configuration of PPPoE on Modem and Windows. (When PPPoE is set on the modem and then PPPoE connection is set on Windows)
  • Incorrect installation of the modem driver when the modem is connected to a computer via USB.
  • Wrong modem settings such as VPI / VCI.
  • The phone line not being connected to the Modem Line port.

Turn off the modem and turn on after 5 minutes. Try again when modem lights are fixed.

A disconnection in the data center of the ADSL service center can also cause this problem. In this case, the subscriber should not interfere with the Internet settings and should wait until the problem is resolved. If the problem persists, contact Shatel support team.

10) What does “Status” mean in ADSL?
This concept implies the possibility of DSL connection on the telephone line. Modems usually have lights with different names (Status, Link, Sync, and Wan) on the front panel of the modem, through which the ADSL service status is known.

This light should always be fixed and on. One reason for the disconnection of the Internet may be that this light is off or blinking.

To check this issue, you can do the following:

  • Check the dial tone on the phone line connected to the back of the modem (connected or not). In case there is no dial tone, call 117.
  • Check the status of the wiring and ensure that the correct telephone line, the number of which is included in the contract, is connected to the modem.
  • Check the presence of electric devices near the line and modem which may cause noise (mobile phones, amplifiers, power cords, microwave ovens, etc.)
  • Ensure the correct connections of the modem, phone and ADSL phone line to the splitter (see “Using the Splitter” section).
  • The presence of an anti-power plug on the wall outlet can cause problems. Ensure that there are no anti-power plugs on the telephone circuit and only standard telephone plugs are used.
  • The presence of long distance locks on the ADSL line can also cause a Status problem.
11) What does a red cross on Local Area Connection sign mean?
The Ethernet cable between the Ethernet port on the back of the modem and the computer’s network card is physically disconnected. Check the correct installation of the network card, the correct connection of the cable connected to the modem and the network card, and the sockets on the back of the computer and the modem. (The cable between the computer and the modem must be STRAIGHT.)
12) There is an Internet connection, but emails cannot be sent / received via Outlook. Why?
First send yourself an Email on the Webmail homepage to check send/ receive. If there’s a problem with this, please contact your web host. If there is not a problem with your webmail and only your outlook is not working on the network, there may be a problem with your network settings. So to test it, connect your modem to a single computer and test your Outlook on that computer. If while sending email in Webmail you encountered no problems and the outlook settings were correct, you can check the settings once more using the document on Shatel website.

Note that port 25 is closed for sending emails for security reasons and you should use port 587 instead. Note that this port must be open on your host.

13) The status of modem lights is normal, but sending and receiving signals on the computer or phone are completely off. Why?
To check this issue use the educational document of checking the connection to the Internet, and contact the support team in your city if the problem is not resolved.
14) What are the effects of noise on ADSL2+ service?
Noise is one of the factors that disrupts the ADSL line, causing multiple problems. In ADSL services, there are two types of noise:

  • Audible noise on the dial tone of the phone line
  • Noise on the ADSL line, which results in poor service quality.

There is a simple solution to eliminate audible noise on the phone line and it is using a splitter (Voice and Data Splitter). Installing this tool is very simple and it can eliminate the noise on the line.

About the second case, it should be noted that there are systems and devices that create disruptions on the Internet service and reduce the speed of the Internet. Some of the factors causing noise are:

All electrical devices (these devices may disrupt ADSL)

Wireless phones, Caller ID devices and a fax machine on the phone line on which ADSL service is being offered

Inappropriate wiring causing phone and power wires to be close to each other

Mobile proximity to the modem

Refer to this document to resolve noise issues.

15) What modems does Shatel use to provide ADSL2+ services?
Shatel is currently offering ZyXEL branded modems for high-speed Internet services.

To view the list of models that have been tested and approved to be used on Shatel’s telecommunications equipment, refer to the tariff page of fixed high speed internet services and equipment (ADSL2+).

16) What is Shatel Smart Toolkit?
A set of necessary tools for users have been collected in Shatel Smart Toolkit, which all users are recommended to download and install on their system. This software has features such as:

  • Automatic test of the connection and locating the fault causing disruption and solving the problem automatically
  • Easy access to Windows embedded technical tools
  • Easily changing modem settings such as wireless password
  • Speed test
17) Why is it recommended that TCP 25 port not be used to send emails via Outlook?
Most malware uses this port to send spam. On the other hand, reputable Internet Clients recommend users use port 587 (submission), which allows secure connection.

According to experts, SMTP network security which is used to send emails, is a vulnerable protocol. Not using port 25 is the first step in further security.

Major Internet companies have blocked port 25:

  • Verizon
  • AT&T
  • NetZero
  • Charter
  • People PC
  • Cox
  • EarthLink
  • Verio
  • Cablevision
  • All Japanese ISPs
  • France Telecom/Orange

You can check this page for more details.

18) How is ADSL2+ modem connected to a computer?
Connectivity can be via USB, Ethernet, or wireless depending on the type of modem and user’s computer or system.

Modems that have an Ethernet port, can also be connected to a hub / switch.

Modems that have wireless capabilities, in addition to the ability to connect to the switch, can also be connected to an amplifier of wireless waves or an Access point.

If the modem connection to the computer is established via a USB, it is necessary to install the modem driver on the computer.

The CD of the USB driver comes with the modem. You can also get the relevant driver from Shatel website.

You can refer to the relevant educational document for details.

19) The speed noted in the contract is different from the actual speed of the service. What is the reason?
There are several different factors that affect the user experience of Internet speeds. To limit these factors and ultimately to correctly identify the reason for the difference, you need to take a few steps:

  • Not using VPNs when testing the speed
  • Before starting the test, disconnect other computers and phones from the modem.
  • Try to use the wired connection to run speed test. Part of the problem is due to the technical nature of the wireless.
  • It is better to test DSL speed from nearby servers. Typically, when trying to run speed test on remote or busy servers, other factors other than the DSL link quality will impact the result that are not in Shatel’s control.
  • It is recommended that servers such as the Net or Shatel Server, or … be used as servers with two above-mentioned standards.
  • Refer to Shatel website to check the reasons of a drop in speed.
20) How should you manage your data usage?

The first step in managing data usage is familiarity with the concept of data usage.

Your data usage is the total data received and sent during a period.

Downloading various files, viewing sites, watching videos online and listening to online radio, messaging software, and … all get data from the Internet.

In addition to your regular usage, observing security considerations also have a huge impact on controlling your data usage.

Click here to learn more about how to manage data usage.